I wasn't going to write anything about this hotel, as we have have no intention of going there again - which sort of says it really. Disappointed could have been my strap-line, but reckon the one chosen is more honest and hopefully, will encourage the owners to focus. So, why review it now? Well, I only recently registered with Trip Advisor (to write a good review - & that says something about that establishment!) and I noticed that the reviews posted for Penny Bridge are all 'rave reviews', which isn't a fair assessment. The good points: excellent location to Lancaster, high room specification, excellent range of complimentary tea/coffee/hot chocolate drinks, etc in room, very pleasant bar/restaurant. - The downs: 1) levels of cleanliness (our room) were passable but not good. We arrived at 4pm and allocated our room which had not been prepared (ie cleaned, fresh bedding, etc). Oversights happen, however there was no apology, or offer to provide us with a beverage while we waited, in fact we were asked to come back 1 hour later to allow the cleaning team time to ready the room (which surely had been marked as ready?). 2) Car parking is limited and the arrangement provided by the hotel for use of the public car park will cost you MORE than if you just do it yourself (check it out - it's all in the timing of feeding the meter). 3) Room maintenance is neglected (ie doors not closing due to warping/adjustment, bulbs out in bathroom, plaster walls cracked - probably due to the doors being banged/forced to shut) which is a shame, as a lot of thought has gone into the design, etc. 4) (and this is the 'biggy') VERY POOR Customer Service! apart from the complaint in item 1), we had booked B&B (through Expedia) and our booking had gone amiss even though we had a reference number and (thank God) a print out of our booking acceptance. The error was begrudgingly accepted by the receptionist, although it was made out to be our fault for using Expedia rather than booking direct (something to do with price perhaps?). When we were presented with our bill the next morning, we had been charged the full room rate, even though we had apparently sorted out the error the evening before (so it was price then?). The B&B rate did not clarify that it was a 2 tier breakfast - the standard being a continental (which was of high quality btw!), with an option to 'up-grade' to a full English for a significant fee. The young woman in charge of the breakfast was surly and mumbled about paying extra for a cooked breakfast (which you can read about in the Hotels small print). At one point, I needed some more butter so that I could have more than the 1 piece of toast my portion allowed and it took me over 5 minutes to attract her attention away from the important task of folding the paper napkins! She then faffed about for the next 5 minutes in the kitchen, returning empty handed and proceeded to nick some butter of an unoccupied table - could've done that myself within 20 seconds if I'd known! I was tempted to ask for some more just to see what she did next, but the wife stopped me. ;D I got the impression that the hotel ran on a skeleton staff and that everything was just too much trouble, which was due to having pesky guests? If only we'd just give them the money and stay somewhere else, eh?
- Official Description (provided by the hotel):
- Located in the centre of Lancaster, Penny Street Bridge is a popular hotel full of character and charm. We've a relaxed and contemporary atmosphere but have maintained many historic features. Each of our rooms are uniquely shaped and unlike the other. All rooms are equipped with all the small details that make it a home away from home. And in the morning you'll awake to a hearty Lancashire breakfast. Downstairs is our popular bar and restaurant which serves locally sourced dishes alongside a fantastic range of cask ales. ... more less
- Reservation Options:
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- Also Known As:
- Penny Street Bridge Hotel Lancaster